Take over with the history
Staff take over the conversation and read the customer’s and the assistant’s earlier messages first.
Platform / Live Support and Requests
Live Support and Requests
Live support and requests
Palmate’s live support and requests feature hands a conversation from the assistant to a person while keeping message history, customer details and task status together. Your team picks up where the assistant left off, without asking the customer to repeat anything.
I’m passing the conversation to the support team. They will be able to see your earlier messages.
A staff member takes over with the conversation history.
How does the handover work?
When a customer asks for a person, Palmate passes the conversation along instead of starting it over.
Assign the right person
The request goes to the right person or team, so everyone can see who owns it.
Track work that is waiting
New, ongoing and completed requests get tracked by status, so nothing sits unseen.
Keep customer details nearby
Staff open the customer record and past conversations without asking for details already given.
What is live support and requests in Palmate?
A support request in Palmate carries a case number, an owner and a status. Request #1042, for example, is a return for order #48210. It’s assigned to a team member named Ece and marked under review. The customer’s message, the assistant’s reply and the staff note all sit in one thread, so nobody has to piece the story back together.
Return request · #1042
- Customer
- Deniz · Order #48210
- Assigned to
- Ece · Support team
- Status
- Under review
- Next step
- Check the return policy
Keep the conversation, owner and next step together
- Customer
The shirt does not fit. I would like to return it.
- Palmate
I have your order number. I am passing the conversation to the support team.
- Ece · Support team
Hi Deniz, I can see your earlier messages. I am checking your order and the return policy.
Once the return is handled, Ece updates the status, and the team can tell the finished request apart from the ones still open.
YOU STAY IN CONTROL
Who controls staff access to requests?
You set staff roles and access permissions yourself. You also arrange assignment and tracking around how your team already works, rather than changing your process to fit the tool.
Customer
I’d like to speak to someone about my return request.
PalmateI’m passing the conversation to the support team. They will be able to see your earlier messages.
Channels and IntegrationsGETTING STARTED
How do you get started with live support?
- 01
Choose the team
Choose the people and teams who will handle conversations.
- 02
Set up handover rules
Decide when the assistant hands off, who receives the request and what they can access.
- 03
Complete one request together
Walk through the request from the first message to a staff reply and a closed status.
What should you bring to the demo?
- Support staff and their responsibilities
- Sample conversations that need a person
- The channels used and request statuses you want to track
Frequently asked questions
Can the assistant and staff work in the same conversation?
Yes, the assistant can answer first and a staff member can continue in the same thread. Staff get access to the earlier messages the moment they join.
Can you assign requests to different teams?
Yes, you can assign a request to a person or a team and follow its status afterward. Nothing stops you from moving a request to a different team later.
Does the customer need to repeat earlier messages?
No, staff can already see the existing conversation before they reply. They only ask for the details still missing to finish the task.
Does this page cover phone support?
No, this page covers written conversations and support requests only. Phone call answering and transfers are covered on the Voice Assistant page.
How long does setup take?
Setup time depends on the channels, systems and rules involved in your handover flow. We work out the scope in the first meeting and agree on a schedule together.
What access can staff have during handover?
Staff access is set by role, so you decide who can see or handle which requests. You arrange assignment and tracking around how your team already works.
Explore the rest of the platform
Chat Assistant
Palmate Chat Assistant answers customer questions on your website and WhatsApp using your own data, then routes complex chats to your team. Get started.
Task Automation
Palmate task automation runs order lookups, record creation and notifications using your own rules and approval limits. Set permissions and book a demo.
Voice Assistant
Answer phone and WhatsApp calls and start outbound phone calls.
Channels and Integrations
Connect messaging channels and the systems your business uses.
Platform overview
See how assistants, automation and your team work together.
See how it works in your business.
See this with your own support requests instead of a sample one. Run a short demo using a real customer question.
Compare plans and usage on the pricing page, and hear from customers already running requests through Palmate.